Experience Matters
OCTOBER 6, 2014
'In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. You can see a vertical infographic below or: Click here to download the vertical infographic (.pdf). Click here to download as a 18″ x 24″ poster (.pdf). Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014.
Kristina Evey
OCTOBER 8, 2014
'Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer servi
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
OCTOBER 7, 2014
On a scale of 1 to 10 with 1 being completely dissatisfied and 10 being completely satisfied, how would you rate how well your CXM program captures your customers’ true feelings? If you are on the south side of 10, you are in good company.
Experience Investigators by 360Connext
OCTOBER 9, 2014
'For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. In Chicago, I was happy to be a part of the celebration, as one of the Customer Experience Professionals Association local networking events happening simultaneously around the world. Customer experience as an industry is still in its infancy.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Experience Matters
OCTOBER 8, 2014
'As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience. I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 8, 2014
(Allegiance/MaritzCX is pleased to feature this guest blog from Jodie Preiss at Halycon Marketing in Australia.) It seems that the world is evolving so fast these days, and it can be almost impossible to keep up with the next big thing. Too often by the time you find out about it, it’s old news.
Experience Investigators by 360Connext
OCTOBER 6, 2014
'Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. They instill the values that matter, not just the process. Large organizations however are big beasts. Silos make understanding the customer journey that much harder.
Experience Matters
OCTOBER 10, 2014
'Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings. The bottom line : Happy Customer Service Week! Customer experience customer service Advantage Amazon.com AOL Apple bright House Networks Chick-fil-A Courtyard By Marriott Edward Jones Electrolux H.E.
Who's Your Gladys?
OCTOBER 8, 2014
'Nobody – and no company – is perfect. If you’ve read “Who’s Your Gladys?” then you know that we recommend a continuous improvement mindset. It’s what takes companies to new heights, growing the skills of staff members, increasing customer loyalty and improving profits. And one. Customer Service customer service mindset customer service performance Listening Lori Jo Vest social media Who''s Your Gladys?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
InMoment XI
OCTOBER 8, 2014
(Allegiance/MaritzCX is pleased to feature this guest blog from Jodie Preiss at Halycon Marketing in Australia.) It seems that the world is evolving so fast these days, and it can be almost impossible to keep up with the next big thing. Too often by the time you find out about it, it’s old news.
Customer Bliss
OCTOBER 9, 2014
'Consider the customer referral as the true money question; it’s the final frontier of loyalty. If your customers are willing to stick their neck out vouching for you, they have become your marketers. A customer referral means that you’re firing on two important cylinders. First, you’ve done enough things right that they meld together into an experience that’s more than the sum of the parts of your organization.
Experience Matters
OCTOBER 7, 2014
'Happy CX Day 2014 ! As I mentioned in my 14 Customer Experience Trends for 2014 , this year will be the “Year of Empathy.” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. So when we were thinking about our CX Day celebration, it seemed like a perfect fit for us to do something about empathy. That’s why we created this free eBook: 25 Tips for Amplifying Empathy.
Who's Your Gladys?
OCTOBER 10, 2014
'I like to go for a long walk on a Sunday afternoon. Yesterday I walked about five miles, all in all, and my journey took me past a large supermarket, so I thought I would pop in for a coffee and a lunchtime snack. It wasn’t a supermarket that I use regularly. It was one of a chain that has been reported as struggling in recent months.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
InMoment XI
OCTOBER 8, 2014
(Allegiance/MaritzCX is pleased to feature this guest blog from Jodie Preiss at Halycon Marketing in Australia.) It seems that the world is evolving so fast these days, and it can be almost impossible to keep up with the next big thing. Too often by the time you find out about it, it’s old news.
CX Journey
OCTOBER 7, 2014
'Image courtesy of Unsplash Designing a VoC program can be daunting. Where do you begin? If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. However, I''m going to focus on some very important basics in today''s post; this is certainly an ongoing conversation that covers so much more than wh
Customer Bliss
OCTOBER 7, 2014
'This post is part of the 2014 CX Day Customer Experience Blog Carnival. There are always multiple moving parts to any customer leadership decision that’s right for your business. The Reality Check Audit pushes the issues you may be grappling with to the surface. If you haven’t taken the time to complete this critical task, do it now. Download the 26-page Reality Check Audit PDF.
Who's Your Gladys?
OCTOBER 7, 2014
'In honor of customer service week, we’re bringing you a compilation favorite. We put out the query shown below to the community of customer service pros and business experts. The responses were fabulous and offer up a ton of great tips for success. Here are the. Best practices Customer Service customer service performance Delighting customers Who''s Your Gladys?
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
InMoment XI
OCTOBER 7, 2014
On a scale of 1 to 10 with 1 being completely dissatisfied and 10 being completely satisfied, how would you rate how well your CXM program captures your customers’ true feelings? If you are on the south side of 10, you are in good company.
CX Journey
OCTOBER 9, 2014
'Image courtesy of joey.ganoza How do you link your customer experience strategy with your corporate strategy? As many of you know, earlier this week we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience. I helped kick off the celebrations by hosting a panel of customer experience experts in the first Google Hangout of the day for Australia.
Customer Bliss
OCTOBER 7, 2014
'Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Please go to CX DAY for a complete calendar of events. Take advantage of a host of offerings: Online events. Local networking events around the world. I hope to connect with you today online. Know I’m with you in spirit.
Who's Your Gladys?
OCTOBER 6, 2014
'We love customer service week almost as much as we love Gladys. Celebrated during the week of October 6 through 10 this year, it’s a time to reward your team for the outstanding service they provide to customers all year long. Here’s what we found out.
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
InMoment XI
OCTOBER 7, 2014
On a scale of 1 to 10 with 1 being completely dissatisfied and 10 being completely satisfied, how would you rate how well your CXM program captures your customers’ true feelings? If you are on the south side of 10, you are in good company.
Customers That Stick
OCTOBER 9, 2014
'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.
Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
Michel Falcon Experience
OCTOBER 10, 2014
' . It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I also realized that companies who continuously improve their customer experience can grow to become billion dollar companies.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Win the Customer
OCTOBER 10, 2014
'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].
Wired and Dangerous
OCTOBER 6, 2014
'Greetings, Welcome to this special blog marking National Customer Service Week – October 6-10 th and Day – October 7 th. We hope you are delivering special care and appreciation to your customers this week but also every other week. Most customer relationships don’t end in conflict. Most vanilla to death. Neglect is more dangerous than strife; indifference more costly than error.
Customers That Stick
OCTOBER 6, 2014
'Are you familiar with CX Day? CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. CX Day is created by the Customer Experience Professional’s Association (CXPA), to which I belong.
Expert insights. Personalized for you.
333 
Let's personalize your content